Our client is a top consulting firm in Chicago- the organization has a close-knit team where ideas are heard and encouraged. Named one of the fastest growing tech companies they offer innovative solutions to mid-size companies with a customizable approach. The organization values its employees and offers highly competitive benefits. We are looking for a Director of Service Delivery who will report into the COO. Our client currently offers a hybrid WFH schedule!
As the Director of Service Delivery you will oversee the support services for a robust MSP. In addition to day-to-day operations and personnel oversight, your role will consist of working closely with executive leadership to deliver high quality services to a long-standing portfolio of customers. This is a highly visible role for someone that has a strong foundation of technical engineering and a proven track record of managing a service delivery team. We are looking for a polished and assertive leader with a customer-facing approach!
Key areas of Responsibility Include…
Own Technology Solutions
- Work closely with executive leadership to deliver highly competitive technology services; propose new ideas based off market trends
Team Management
- Mentor and manage a team of support engineers ensuring
- Lead Monthly 1:1
- Conduct performance reviews, you will be responsible for the hiring and termination of employees as needed
- Oversee training of your team
- Oversee annual budget, salary/bonus budget
Engineering
- Act as escalation point for your team when necessary to resolve issues
- Ensure team meets SLA targets and margin targets
- Support marketing and sales divisions relating to engineering process, expectations, and policy
Customer Management/Administrative
- Establish strategic relationships to ensure customer accounts are in good standing and happy with services
- Provide customer status updates to President
- Oversee team/technology expense approvals
- Document employee performance and disciplinary actions